HRO Ham Radio Outlet Help and FAQ Page

HRO HELP PAGE

How does ordering on-line differ from ordering any other way?
All of HRO's procedures and policies are the same, if ordering by phone, in-store, by mail or on-line. These include taxes, delivery terms, warranty, etc. See details on our Corporate Information page and general information about ordering on our Ordering Information Page

I want to find an item quickly. I know the part number, or I have a general description of the item[s].
Using HRO's top navigator bar, you can find items in four different ways, using model/part number,
by entering a description, look up by product type with a pull down list, or by our manufacturer pull down list.
You can also use our HRO Advanced Search Engine to combine parameters of data fields of the manufacturer, description, part number and do a more specific seach.

I'm having trouble navigating on your web page, I had a window, but it seems to have 'disappeared'.
Depending upon your browser and browser settings, you may have opened a new window. Click this symbol anytime to check the contents of your shopping cart

What credit cards does HRO accept?
HRO accepts VISA, MasterCard, Discover and American Express.
We now accept Paypal in our on-line store [USA orders only at this time]

Does HRO offer Gift Certificates?
Yes, you can purchase HRO Gift Certificates in any denomination at any HRO location. Call any of Our 12 HRO stores. These Gift Certificates can be used at any HRO location, including our on-line store.

What if I don't want to put my credit card on the Web or I don't use credit cards?
Use our PREPAID Mail/FAX order form when you checkout. You can call or fax your credit card information to the Internet Order Desk or arrange wire transfer using this form.

I want to pay by check; how do I do that?
Use our PREPAID Mail/FAX order form when you checkout. Be sure to indicate on the form that you are planning to send in a check for payment. Important note: If delivering to the States of AZ CA CO GA or VA you will need to wait until we e-mail you the total with tax due. For orders under $100 please be sure to add $8 for delivery fees. Delivery outside the Continental USA will require freight charges to be added as well; you will get an e-mail with additional details for the total due on your order. Some items {such as towers, heavy amplifiers and some antennas} will require freight charges to be added on. If you are ordering these types of items, please wait for us to respond to your request before sending funds. Personal / business checks are subject to verification and clearance prior to shipment. Please allow 10 days after receipt to clear. Funds must be in US Dollars, drawn on a US bank or your check will be returned. For fastest service, send US Postal Money Orders or Certified funds such as Tellers' or Cashiers' Checks. HRO does not accept "Western Union" type payments, to wire funds you need to send these funds directly to our bank.

By Wire Transfer? How do I do that?
This is for Internet Orders. When sending funds for orders placed with other HRO locations, you will need to get their specific banking information. Please always wait for confirmation prior to sending funds. Contact orderdesk@hamradio.com for wire transfer information. Please have originating bank use our invoice # or your name as reference. We must receive amount of funds as specified in the invoice or quotation. If unsure of charges taken by intermediary banks, add $30 to the invoice total to cover interbank wire transfer fees. Please notify us when you send any wire transfer.

What about Purchase Orders?
Use our PREPAID Mail/FAX order form when you checkout. Local, State or Federal Agency Purchase Orders are accepted. For previously approved Corporate Purchase Orders, remember to include your tax exemption information as applicable. Please note that all Purchase Orders are subject to verification. Attempts to use fraudelent Purchase Orders will be reported immediately to applicable Law Enforcement Agencies. It is important to have the form properly filled out to ensure we can process the order in a timely manner.

I have tried to order but the WEB site does not accept my order! I have tried to e-mail and it keeps "bouncing" back to me!
If you are having trouble, please contact the Internet Order Desk by phone, fax or mail.

An important note about e-mail.
Please be sure to allow e-mail from the following domains:
hamradio.com
hro.net
ups.com

as these e-mail domains are all used to send e-mail notifications to you.
Some e-mail services use filters which request the sender {us} to send an e-mail allowing contact. Sorry, but it is not possible to reply to these requests, you must allow e-mail to get through from your side. Contact information:

HRO Inc
Internet Order Desk
Toll free phone 800-444-0047
Intl/Local phone 603-898-3750

24 hour FAX 603-898-1041

Regular mail address
Attn: Manager HRO - Internet Order Desk
224 N Broadway
Suite D12
Salem, NH 03079

Please do not send funds without confirming order totals which may include shipping and taxes not displayed on the shopping cart totals

How does HRO's "free UPS ground shipping" work?
For most orders that total over $100, UPS ground service [Continental USA 48 States only] is at no charge. Some exceptions include tower, amplifiers, some larger antennas and selected sale items. All Force12 and M2 products and most Hy-Gain products have additional freight charges. Most used/consignment and some open box items may have shipping charges that apply. HRO is pleased to announce our continuing policy of free UPS ground shipping on most orders of new equipment over $100. Most factory new radios and accessories qualify for free UPS ground shipping. We always try to deliver stock items from your closest HRO location, saving you time and money !!

{Some exceptions are selected antennas, towers and amplifiers, special sales programs and these are indicated on our Search Engine}. Note that freight and packaging charges apply for used/consignment equipment. Minimum charge of $8 for orders under $100 applies, and may be more than that in some instances. At this time, a COD fee of $11.00 applies for each package in your order, regardless of purchase value. This fee can be subject to increase, see the UPS website for current charges. UPS premium services are charged at the appropriate rates, computed by weight of shipment dimensions as well as zone. A small additonal handling fee over the cost of the shipment may apply to Premium UPS {"rush"} orders.

HELP! I need rush delivery! I do not want to use UPS as the carrier! How do I do this?
First: Check our stock status for each item you are interested in buying:
Items without this symbol showing as you add them to your HRO Cart are not available for shipment.

Second: Weigh the items in your order - heavy items and items which are long or bulky are expensive to ship via Air Services.
In many cases, we have the items you need at your closest HRO store, so shipment by UPS Ground {free over $100 for most orders}
can be as fast as paying the extra charges for the rush delivery.

Third: For orders that have more than one item in them, we may have to ship from multiple HRO store locations.

For ALL of these reasons, please CALL your rush orders in. Rush shipments are contingent upon credit card security and financial approvals. UPS Ground is the only valid selection at this time on our web ordering form for USA orders. Orders placed on a given day are processed the same or next business day in over 98% of the cases. Orders are shipped from the HRO location closest to you with the items in stock.

What's on sale ? Do I need a coupon to order and get the discount ? Is there a rebate form ?
Please view our Rebates, Coupons and Specials Page to see the current Ham Radio Outlet prices and specials. For nationally advertised manufacturer coupons, you do not need to present them or mail them in to get the discount price, HRO will automatically put these coupons in for you! If you have a special coupon {such as a discount coupon inside of a book or with a product} these may be required to be mailed in to redeem that special non-advertised item. Most manufacturer rebates {items mailed to you from the manufacturer} have forms to fill out and return to the manufacturer; note that there may be restrictions and time constraints on these rebates so be sure to read information carefully. Some rebates are also posted here on the HRO WEB page for you print out and use, if applicable. If ordering by phone be sure to remind the salesperson handling your order to send the rebate form[s] with your invoice. Internet Orders automatically include rebate form[s] with the invoice.

What prevents someone from ordering on-line without my authorization?
If you have not done business with HRO before, a routine check is done to ensure that we are delivering to your billing address of your credit card. For orders placed that are not going to your billing address, or if you are not the cardholder for that credit card, the transaction can be delayed as we must verify the information. You may need to contact the issuer of the credit card to authorize the transaction [they should be able to put a notation on your account showing the alternate delivery address, or the cardholder may need to specifically authorize the transaction in advance]. Sometimes it is more convenient to have items delivered to a work address: if you prefer delivery to a work address, it is very important that we have the business name shown on your order, and the business phone number must be on the order as well. UPS may not be able to deliver unless the address reflects the business location's name in the address.

PLEASE NOTETo help protect you, we report all attempts of improper credit card use immediately to the issuing credit card company, the Internet provider used when the order was placed and if applicable your local law enforcement authorities.

How is information submitted on-line used? Do I get put on any lists or is my information sold in any way? I don't want to get "spam"!
Under no circumstances is information that you submit to us sold or provided to any other group or organization. Your e-mail will NEVER be put on any list by HRO. We do mail catalogs - if you prefer not to receive our printed catalog, simply indicate this to us by phone or on the Internet Order Form.

HRO has a posted Privacy Policy here. If you more specifc questions about this policy, please e-mail the Internet Manager.

If I decide to order, what happens next?
Orders submitted prior to noon Eastern Time Monday through Friday are typically processed that day. In some cases, special events, holidays and orders placed over a weekend may result in delayed processing.
Prior to shipment or processing, credit card verification must be done, so please be sure to include complete information with your order.
Orders with invalid e-mail addresses, phone numbers or other incomplete or incorrect information will delay or prevent processing. Be sure to check all your information is accurate prior to sending the order.

If the card you are using is not billed to you, or if the delivery address does not agree with the billing address on your card, delays may result in processing and shipping of your order, regardless of shipping method requested.
HRO reserves the right to not process those orders which are not to be delivered in the credit card holder's name to the credit card holder's billing address.
If you prefer delivery to an alternate address, you may need to contact the issuing bank of your credit card to authorize the transaction, and this information may need to be verified prior to shipment.
If we are delivering to your workplace, we may call to verify the address and your employment at that location.

If you are using a credit card issued outside the USA or asking to export goods outside the USA it is recommended to contact one of our 12 stores.

How can I tell if the item I want to buy is in stock? How can I tell which HRO store has this item?
We have a daily updated status of our inventory on-line. Items that are in stock are indicated by the "In Stock" label after the price listing. Sorry, but at this time we do not have an on-line "by store" indication of where product is located. HRO has stores all over the USA, so an item you may want could be thousands of miles away for transport. In some unusual cases, an item may show "In Stock" but not be available [may be on hold for an order] or sold that business day [our database is updated overnight].

SPECIAL NOTE: Used / consignment equipment is subject to prior sale. If you really want to ENSURE that you get a used / consignment item please CALL the store that is listing the item on our used /consignment page to be purchased rather than ordering it on-line.

For our vision impaired customers, note the 'Item In Stock' and 'Backordered' image tooltips will appear for each item as it is displayed from our database; these can be read with text to audio readers.

Please be sure to check to see if the item[s] you have selected are IN STOCK by using our Search / Order Engine.

Important note:
The In Stock indicator does not always mean your local or closest HRO location has this item. In Stock items can be located in any of our 12 HRO locations.

Why can't I view actual delivery dates and shipping charges for UPS Premium services or delivery info on-line?
Please note that in most cases orders over $100 are free UPS ground shipping. UPS ground service to you may be the next business day, if a local HRO store has the item in stock.

Since we have 12 locations we can be sending items from any of these locations to you. Of course, we try to ship from the store closest to you that has the item in stock. For multiple item orders, we may have to split your order into multiple shipments.
Due to complexity of determining exact costs and delivery dates for on-line orders it is strongly recommended that you CALL the Internet Order Desk at 800-444-0047 [ask for the Internet Manager when you call] if you need exact delivery times on your order.
Additional delivery fees will apply for rush orders and split UPS shipments.

After I place my order, what happens then?
You should receive an e-mail almost immediately following your order, which will have your order number with it. For this reason, a valid e-mail is essential when you enter your order!
If your order is not routine, a follow up e-mail, phone call or fax may be sent the same day or in the following one to two business days [Monday-Friday] to inform you of the status of your order or to request clarification of information on your order.

Due to the massive increase in the number of orders received, routine orders which are processed and shipped within the same or next business day are not normally confirmed by a follow up e-mail.
Sorry, but it is not possible to automatically provide UPS tracking numbers for your shipment immediatley after order placement. Automatic UPS notification of shipment requires an accurate e-mail address, and in some cases may not function.
Orders submitted after 12 noon typically are not be shipped until the next business day, and in some cases due to large volume orders can be delayed up to 2 business days before shipment.

Orders which have invalid phone or e-mail addresses cannot be processed, so please be sure to provide accurate information on your order form.

If you order and do NOT get a confirmation with an order number listing, please check all information [be careful with your return e-mail address and re-submit your order. If you did not get a confirmation number, please call 800-444-0047 and ask for the Internet Order Desk. Be sure to indicate in the comments field that your are re-submitting your order, or this may result in order duplication .

I placed my order, but I made a mistake and need to correct it or cancel it!
As soon as possible, please call the Internet Order Desk 800-444-0047 and also e-mail sales@hamradio.com
If I am not available, please leave a message with details about what needs to be corrected. Please note that if your order has already been processed and given to UPS, shipping charges may apply for any subsequent order change. Please review your order carefully - once submitted orders may be processed at any time and can be shipped almost immediately after processing.

I am MARS or CAP certified. I need to get the equipment to work on these frequencies I am authorized for.
Upon presentation of a valid MARS License or CAP permit [by FAX, mail or in person] we can usually provide this information to you [if available from the manufacturer].

Is it legal for me to buy an transceiver without an Amateur Radio License?
There are no FCC rules or regulations that prevent or phohibit the sale or possession of an Amateur Radio transceiver. Operation of the transmitter must be done in compliance with appropriate FCC rules and regualtions in the USA. A good place for more information about becoming an Radio Amateur is the American Radio Relay League [ARRL]. HRO sells many ARRL publications

I placed my order, but got more than one confirmation e-mail!
Sometimes if there is a delay in the submit process when you send the order it can get duplicated. This may happen if you click on the submit button more than once, or if you use the back button and go back and make changes and re-submit your order. We will not duplicate an order if we see this, although we may need to contact you to get clarification before we process an order that has been duplicated.

Why didn't I get a UPS e-mail notification of my shipment?
While the UPS e-mail notification works in many cases, if we mis-type your e-mail address or if UPS has a data transfer problem then this notification may not work. If your order is being shipped from multiple HRO locations, you may get an e-mail from each store with delivery information. If you have multiple e-mail accounts, please try to use the one with the shortest e-mail address: it makes it less likely to get entered incorrectly. Many e-mail services have built in spam filters. Be sure to allow e-mail from
hamradio.com
hro.net
ups.com

as these e-mail domains are all used to send e-mail notification to you.

Why can't I get a tracking number or a follow up e-mail?
I would like to able to send a personal e-mail for each order processed, but at this time it is simply impossible due to the large order volume. If your order is overdue [more than 5 to 7 business days have elapsed since you ordered] please contact me for details; watch your e-mail for UPS notifcation of shipment as above. Also, be sure to check stock status before ordering; items backordered can take weeks or longer to come in - backorders are shipped as soon as they arrive. You can phone any HRO location to get status on your order once it has been entered in our system.

I want to order COD [Collect on Delivery] - is this possible?
We do accept COD orders. However at this time we are not accepting COD orders through our Internet Site: Call your local HRO store to order COD.

I want to buy a new item, but I do not see it on your WEB site yet.
If the FCC has not approved a particular radio by law we cannot list a price schedule. Sorry, but the FCC does not provide manufacturers or HRO with timing details in their approval cycles. New items are listed as soon as information about pricing becomes available, so check our WEB site frequently [we are updated 6 days a week] for new pricing and availability information. As soon as approval is obtained, the product will be displayed on our WEB page with pricing [look for the "In stock" indicator for stock status, or order on-line to place a backorder with us].

What happens if I order an item not in stock? [Backordered items]
Your order is processed and charged to your credit card when it is received. Those items which are temporarily out of stock we will indicate this to you on your invoice or by phone/e-mail. For items with long lead times, or for items which are no longer available, you may be informed of alternates to your selection. You may cancel a backordered item at any time with no penalty as long as the item is not a special order [such as a duplexer or antenna which requires special tuning or pre-programmed commercial radio equipment]. For new items with high demand levels, order are placed in queue and backorders are filled as "first in, first out" priority.

After I ordered, I decided I did not want the item. What do I need to do to return it?
At this time, HRO does not require an RA or RMA number. Items returned for credit must be received within ten [10] days after you received your shipment and can be assessed a restocking fee [typically 15%]: this restocking fee is at the discretion of HRO. A restocking fee will be assessed even for equipment that is returned unused if the original manufacturers materials and/or boxes are damaged or incomplete; be sure to package the equipment the same way or in a similar manner we sent it to you. Also, we do not refund any freight charges and you will be charged the original UPS shipment fee to get the item to you [even if this shipment qualified for free delivery]*.
PLEASE be SURE to put a note indicating what the reason for the return is; items received without information will not be processed for return until we get the information to process the item.

I got my shipment, but it is not what I ordered or I have a question or problem. What is the best way to get this corrected or find out about this?
While we try to ensure your order is handled in the most proper manner and processed quickly, mistakes can happen. For any order placed at any HRO location, you can get service to help you at any of our 12 stores, or through the web site. For fastest response, it is recommended that you try to contact the same store/person you ordered with.

If defective, these items can be exchanged for the same title only:
Books / magazinesCassette Tapes Software on disk Software on CD Manufacturer Service Manuals, in print or on CD
Sorry, these following items do not normally qualify for refunds:
Books / magazinesCassette Tapes [if original manufacturer seal broken]
Software on disk [if original manufacturer seal broken]
Software on CD [if original manufacturer seal broken]
Manufacturer Service Manuals, printed copy
Manufacturer Service Manuals, on CD [if original manufacturer seal broken]
Cut cable, cables w/ connectors specially installed .. manufactured pre-made cables excluded
Special order items, includes items drop shipped from the manufacturer
Items configured or tuned at the manufacturer's location
Personal items that have been used such as earpieces
Filters, tone boards, voice synthesizers, other items that have been soldered / glued in
Transceivers which have been modified*

These items above may be covered under manufacturer warrantees however. Please call for details if required.

Equipment that has been used is subject to a restocking fee, the minimum amount is 15%
although in some cases may be more if the item has been damaged and repairs or parts must be ordered to correct the problems.

Any freight charges for cancelled orders, once shipped to you are not recoverable and will be subtracted from your refund.
Please always box the manufacturer's box in a second box to keep wear and tear to the manufacturer's box to a minimum.
Insure your shipment back to us; HRO is not responsible for return shipments that are lost or damaged.

An item I ordered is defective or not working properly. What do I need to do to return it?
In many cases, HRO will exchange the item within ten [10] days of purchase.
No RA or RMA # is required at this time. See directly above for details about items which cannot be returned for refund or exchange. CALL first - many returns for items are not necessary and can be corrected over the phone. Feel free to call any HRO store if you have a technical question or problem. It is recommended that you wait ten days to fill out warranty cards and to install any options in your equipment; if an item needs to be exchanged a blank warranty is required.

*Equipment that has been modified or marked in any way cannot be returned for refund or exchange. Note: Modification to change the transmit range of equipment {with the exception of valid MARS/CAP usage} voids FCC type acceptance and is a violation of Federal Law.

Typically, we exchange only those items that defective - power cables, microphones, manuals etc are not exchanged if the item that is defective is the radio. Please always box the manufacturer's box in a second outer box to keep wear and tear to the manufacturer's box to a minimum. Insure your shipment back to us; HRO is not responsible for return shipments that are lost or damaged. International customers should contact the store which sold the items to you BEFORE sending any item back to prevent additional charges and taxes.

I need to have an item serviced. What should I do?
In many cases, equipment returned for service turns out not to have any problems, or the problem resides in some other piece of associated equipment. If you are not sure that an item is defective please CALL your closest HRO location before shipping or bringing anything in to discuss the problems you are having. The sales person may able to help you to determine what item[s] may need servicing.

For warranty repairs you can return the item to manufacturer directly. If it easier for you to return it to your closest HRO store you may do that also. Regardless where you send your item, be sure to include information about the return. Please tell us why it is being returned, if you want a replacement and a good daytime phone # and or e-mail address.

Under terms of manufacturer's warranty policies it is the customer's responsibility to ship all defective items to the service center at the customer's expense, whether this is to your local HRO store or the manufacturer's service center for warranty repair.

For items out of warranty service, it is strongly recommended that you return these items direct to the manufacturer when possible to avoid costly shipment fees, and to reduce your total costs. If you prefer to have HRO handle the repair for you, service fees and shipping will be added to any other fees and services performed by the repair center.

I can't find my invoice! I need a copy to send in to the manufacturer for warranty.
We recommend you keep your invoice in a safe place, but we know there are times it just isn't handy or it gets lost. For most orders placed after October 2001 you can have the invoice reprinted if needed. Please call any HRO location for more information if required.

I live overseas or I want to use my non-US issued credit card while in the US; or I am a US citizen overseas and would like delivery outside the US. Can I order equipment to be exported?
We ship world-wide, to most countries.Contact our stores preferably by fax, with your needs. We can give you quotes and details for placing your foreign order. Payment methods include wire transfer direct to our bank or checks drawn in US funds from a US bank. In some cases, we can accept VISA/Mastercard/American Epxress/Discover{Novus}/Diner's Club for international orders. Shipments are made (depending on size) by UPS. Some orders to some foreign countries cannot be insured to full value.

I want to order an item to be sent to a USA address [continental 48 States] UPS Red, Blue or Orange Label. How much does this cost and when can I expect delivery?
Your price for delivery of an item depends upon it's weight and size. Also, some items are shipped in more than one box, or items can be sent from more than one HRO location. See the The UPS rate finder for more information.

Keep in mind that a hand held radio which weighs perhaps under 2 pounds in a box must be put in a box which is dimensionally larger than 2 pounds [typically 4 pounds is minimum] - US domestic Premium delivery [Air] services are charged at the actual or dimensional weight, which ever is the higher of the two.

I have ordered an item to be sent to a non-USA address. How much does this cost and when can I expect delivery?
Your price for delivery of an item depends upon it's weight and size. We will not normally ship an international order from more than one HRO location due to the expensive costs of separate shipments. Therefore sometimes the consolidation of goods at one store will result in a delay of a few days before we can ship your order. Minimum charge for any international order placed on the interenet [except Canada] is $75.

For International service we use UPS. Other carriers are available upon request.
Please note that these are estimates only .. See UPS websites for more information. Important note: Items which have a large volume but are light in weight are expensive to ship internationally due to Dimensional Weight rules. Shipment estimates are to major cities - shipment outside metro areas are higher. Fuel surcharges may apply in addition to these estimates. Customs, duties, taxes and licensing fees are NOT included in these prices.
While every attempt is made to process all orders the same day they are received, items may not be in stock when you order, or not available to ship, as they may be in transit from one HRO location to another at the time you ordered. Interntational orders usually cal orders usually cannot be sent the same day as the receipt of the order, due to documentation paperwork. Prior to shipment, your credit card account must be charged and information verified. This can delay your shipment. To get an idea as to how much delivery charges can be for a typical UPS Premium Service, see The UPS rate finder . When ordering UPS Premium Service and your order contains more than one item, a split shipment may be required, which will result in multiple UPS Premium charges being added to your order. We will try to contact you by phone or e-mail if there are difficulties with your order in these instances.

I would like to link to your Web page and/or use the HRO logo. Do I need permission to do this?
You are invited to Link to Our Webpage! No prior permission or approval is required. *

We only ask that if using our logo as a link, it should be used only to link
our site at it's 'base' URL which is http://www.hamradio.com

Large HRO logo {jpg format}

Small HRO logo {jpg format}
* No modifications to the logo are permitted {re-sizing is OK} without prior written approval please